Description

There are several important moments or moments of truth that can make or break every service transaction. To successfully navigate these moments of truth, it’s important for service organisations – and specifically customer service leaders – to add value to a customer’s experience by creating and implementing strong, clearly-defined service standards. To implement effective standards and strategies, it’s important that you keep up to date with customer needs and expectations, building a dynamic, adaptive service strategy based on input such as market research and customer feedback.
This course explores strategies used to shape the direction of customer service in your organisation including important moments of truth, the creation and implementation of scientifically proven service standards and methods of evolving your customer strategy to meet the changing needs of your customers.